Operations Team Lead

2 days ago


Makati City, National Capital Region, Philippines SuperStaff Full time
Job Overview

We are seeking a highly skilled and experienced Operations Supervisor to join our team at SuperStaff. This role is responsible for overseeing the day-to-day operations of our inbound contact center, ensuring that we deliver exceptional customer service and achieve our business objectives.

Key Responsibilities
  • Service Improvement: Identify areas for improvement and implement strategies to enhance our services and performance.
  • Team Leadership: Lead a team of Team Leaders, Trainers, Quality Assurance, and Customer Service Agents, providing guidance and support to ensure efficient operation.
  • Strategic Operations: Plan and execute operational strategies, including forecasting, rostering, monitoring, briefing, and coaching team members.
  • Escalation Handling: Manage and resolve escalated cases from customers, ensuring proper processes are followed and avoiding recurrence of issues.
  • KPI and Reporting: Monitor team performance against KPIs set by the client, preparing regular reports on attendance, achievement, and other activities.
Requirements
  • A diploma or bachelor's degree is required.
  • Ability to multitask, set priorities, and manage time effectively.
  • Familiarity with smartphones, online shops, and other online apps.
  • Detail-oriented individual with a service-oriented attitude.
  • An outgoing person who is friendly but remains professional.
  • Willingness to work shifts, including holidays.
  • Knowledge of customer service practices and principles.
  • A focused attitude for solving customer issues quickly and comprehensively.
  • Customer focus and adaptability to different personality types.
  • Ability to deal with stress and work pressure.


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